Customer Experience Analyst

1 dia atrás

São Paulo, São Paulo, Brasil Wellhub Tempo inteiro
About Us

Wellhub is a leading corporate wellness platform that empowers employees to prioritize their wellbeing. With a strong commitment to our mission, we strive to create a supportive environment where everyone feels comfortable taking care of themselves.

Job Summary

We are seeking a highly skilled Customer Experience Analyst to join our team in São Paulo. As a CX Analyst, you will be responsible for providing exceptional support across various channels, including email, chat, and WhatsApp. Your primary focus will be on addressing client inquiries related to payments, invoices, billing, and contractual issues, ensuring timely resolution and excellent customer experience.

The Opportunity

This role offers an exciting opportunity to work with a high-growth technology company that values flexibility, trust, and integrity. As a CX Analyst, you will have the autonomy to make decisions, while being guided by our company's tone of voice and image. Our flexible work model allows for remote work options, and we provide a home office stipend and a monthly flexible work allowance to support your needs.

Responsibilities
  • Provide timely and effective support through various channels, ensuring seamless communication with clients.
  • Offer technical and non-technical assistance, aiming to resolve client issues in the first interaction.
  • Listen actively to understand client concerns before taking action.
  • Identify suitable solutions for each situation, exercising discretion to make adjustments as needed.
  • Maintain a professional tone of voice, reflecting Wellhub's brand image.
  • Collect and accurately enter relevant data into Zendesk, ensuring accurate tabulation.
  • Prepare regular reports on customer behaviors, highlighting trends and areas for improvement.
  • Escalate critical cases or SLA violations to leadership promptly.
  • Foster productivity and quality within team goals, focusing on CSAT, FRT, and First Reply metrics.
Requirements
  • Completed or ongoing college degree or technical program.
  • Excellent oral and written communication skills, with the ability to convey complex information concisely.
  • Outgoing and communicative, with a natural ability to build empathy with clients.
  • Sense of urgency, organization, and responsibility, with a focus on delivering results.
  • Knowledge of Zendesk and its features.
  • Prior experience in the CX field, with a proven track record of success.
What We Offer
  • A competitive salary of R$ 4,500 - R$ 6,000 per month, depending on experience.
  • An exciting opportunity to work with a high-growth technology company that prioritizes employee wellbeing.
  • A flexible work model, allowing for remote work options and a home office stipend.
  • A monthly flexible work allowance to support your needs.
  • A comprehensive benefits package, including health, dental, and life insurance.
  • Access to onsite gyms and fitness studios, digital fitness programs, and online wellness resources.
  • Paid time off, vacations after 6 months, and 3 days off per year + 1 day off for each year of tenure.
  • Paid parental leave, with 100% coverage for new parents and extended maternity leave.
  • Opportunities for career growth and development, with a focus on employee empowerment.
About Us

At Wellhub, we value diversity, equity, and belonging. We strive to create a collaborative, supportive, and inclusive environment where everyone feels valued and empowered to succeed.

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